Product Support Specialist (Americas)

• Over the past few years, we’ve built a team of Ashby experts who delight our customers with their keen attention to detail, deep product knowledge, and fast service
• In joining us, you’d bring that same level of world-class support to our customers based in Europe and Asia
• In this role, you will spend a lot of time working directly with customers
• Ashby’s product encompasses a wide breadth, and is quite complex
• In this role, you can expect to work on tickets requiring complex integration troubleshooting, to providing customers with detailed workflow instructions
• You’ll also spend time on projects that make the work that we do better
• Past projects our team has taken on include:
• Absorbing and synthesizing highly technical work from our Engineering Team to create enablement for technical up-leveling of the broader Support Team
• Developing workflow automation allowing for better team cohesion and efficacy
• Please note: we’re currently hiring Product Support Specialists to work one weekend day in exchange for a weekday off. This role will follow either a Tuesday–Saturday or Sunday–Thursday schedule, with occasional adjustments for holidays or business needs. You can share your preferred working hours in your application

Benefits

• $100/month education budget with more expensive items (like conferences) covered with manager approval
• Unlimited PTO with four weeks recommended per year
• Twelve weeks of fully paid family leave
• 10-year exercise window for stock options - you shouldn’t feel pressure to purchase stock options if you leave Ashby, do it when you feel financially comfortable
• Generous equipment, software, and office furniture budget

• As a company, we value a strong sense of ownership, principled thinking over experience, and thoughtful communication
• These and other values we’ll discuss in more detail during the interview process inform how we do the work
• You’re curious—both in addressing customers and creating solutions that improve our workflows
• You possess keen attention to detail, ensure your responses are thorough and clear, and are empathetic along the way
• You’re skilled at both defining the scope of a problem and creating a comprehensive solution
• You have strong problem-solving skills
• You delight customers
• You prioritize ownership in finding solutions for customers
• You have experience with and are excited to learn the ins and outs of a complex and rapidly evolving product
• You seek the answers beyond what’s on the surface
• When given a problem, you proactively make decisions rooted in principled thinking to solve it
• You have offered B2B support to customers, ranging from Small Business through Enterprise organizations

• Our interview process is thorough — we aim to ensure each person that joins the team is the right fit for Ashby and will provide ample information for you to assess if Ashby is the right fit for you
• Intro Call with Recruiting - 30 Minutes
• Take Home Assessment - 1 week to complete
• Hiring Manager Interview - 45-60 Minutes
• Virtual Onsite - 90 Minutes